Customer Experience Specialist (Leasing) at Hackney House Apartments

Cottonwood Residential•Oconomowoc, WI

About The Position

The Customer Experience Specialist plays a key role in delivering an elevated living experience at Cottonwood Residential communities. As the first point of contact for prospects, residents, and vendors, this person sets the tone for interactions and helps customers feel welcomed, supported, and valued. The role suits a service-driven professional who can thrive in a fast-paced environment, build relationships, and support a seamless customer journey from first impression through ongoing resident interactions. The position combines front-office customer service, leasing support, community presentation, and resident engagement. The specialist assists with resident requests and service coordination, supports prospects through the leasing process, helps prepare homes and tour units, maintains the presentation of the community, and contributes to marketing and resident events. The role requires working flexibly, including arriving before office opening as needed, and performing duties both indoors and outdoors.

Requirements

High school diploma or GED.
At least 1 year of in-person, customer-facing experience.
At least 1 year of other customer service, administrative, sales, or hospitality experience.
Strong interpersonal and communication skills, with the ability to engage professionally with a wide range of audiences.
Customer-first mindset and passion for delivering exceptional service.
Strong organizational skills and attention to detail.
Ability to multitask and work in a fast-paced, customer-facing environment.
Proficiency with Microsoft Office Suite and ability to learn property management systems such as Entrata.
Flexibility to work extended hours, including arriving before office opening as needed.
Ability to walk the property, stand for extended periods, and work indoors and outdoors as needed.
Ability to talk and hear; stand, walk, use hands to finger, handle or feel, reach, sit, climb or balance, and stoop, kneel, crouch, or crawl.
Ability to lift and/or move items up to 50 pounds and occasionally lift or move items over 50 pounds.
Required vision abilities include close, distance, color, peripheral, and depth vision, and ability to adjust focus.

Nice To Haves

Multifamily property management experience.

Responsibilities

Serve as the first point of contact for prospects, residents, and vendors.
Greet visitors professionally and positively and help maintain a welcoming office environment.
Identify customer needs and provide timely, effective solutions.
Answer and manage incoming calls and document accurate, detailed information in property management systems.
Assist residents with package retrieval, key distribution, work order entry, and general inquiries.
Coordinate between residents and maintenance teams to support efficient handling of service requests.
Maintain current knowledge of apartment availability, pricing, and community features.
Answer prospect questions and assist with applications and documentation.
Follow up with prospective residents to support conversion and occupancy goals.
Prepare apartment homes for move-ins and assist with move-in and move-out processes.
Walk the community regularly to check that amenities, buildings, and tour paths meet company standards.
Open, close, and maintain Self-Guided Tour units, keeping them clean and ready.
Assist with signage, directional materials, and setup of the tour experience.
Maintain knowledge of the local area to assist prospects and residents.
Support community marketing, including social media posts and outreach initiatives.
Assist with planning and carrying out resident events and engagement activities.
Help foster a strong community atmosphere that supports resident satisfaction and retention.